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Medallia Inc.

Medallia Experience Cloud

Composite Score

7.5 /10

CX Score

7.8 /10

5 Reviews Write a Review

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What is Medallia Experience Cloud?

Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions.

Company Details

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Medallia Experience Cloud Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

88 Likeliness to Recommend

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+96 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Medallia Experience Cloud?

0% Negative

0% Neutral

100% Positive

Pros

Continually Improving Product
Performance Enhancing
Enables Productivity
Trustworthy

Feature Ratings

Average 85

Onboarding Collateral Management

Account Health Tracking

Onboarding Workflow Management

Onboarding Portal

Reporting and Analytics

CRM Integration

Vendor Capability Ratings

Average 85

Ease of Customization

Quality of Features

Availability and Quality of Training

Ease of IT Administration

Usability and Intuitiveness

Business Value Created

Product Strategy and Rate of Improvement

Ease of Data Integration

Breadth of Features

Ease of Implementation

Vendor Support

Also Featured in...

Voice of the Customer

Score 7.8

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Medallia Experience Cloud Reviews

Stephney A.

Role: Public Sector
Industry: Retail
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2023

A one-stop solution for customer satisfaction.

Likeliness to Recommend

8 /10

What differentiates Medallia Experience Cloud from other similar products?

I like the simplicity of the mobile and desktop interfaces. They make analyzing NPS and text data quick and easy. I also love the ability to quickly explore data directly from my main dashboard.

What is your favorite aspect of this product?

A single, user-friendly platform that is integrated with SalesForce, and our back-end system houses all client feedback. The system’s automation and closed-loop operation is essential to our success and to enhancing client retention. With Medallia, we can identify the main factors influencing client loyalty and take corrective action. A single, user-friendly platform that is integrated with SalesForce, and our back-end system houses all client feedback. The system’s automation and closed-loop operation is essential to our success and to enhancing client retention. With Medallia, we can identify the main factors influencing client loyalty and

What do you dislike most about this product?

There is no good way to prevent a negative score from unavoidable customer situations, such as charging a smoking fee or asking the customer to leave the party.

What recommendations would you give to someone considering this product?

In addition to offering excellent tools for analyzing numbers from customer feedback, Medallia also has excellent text analytics. This software should be used by any company that values customer input. It’s wonderful that we can address our customers immediately.

Pros

Reliable
Performance Enhancing
Efficient Service
Saves Time

Medallia Experience Cloud

What is Medallia Experience Cloud?

Company Details

Need Assistance?

Medallia Experience Cloud Ratings

88 Likeliness to Recommend

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+96 Net Emotional Footprint

How much do users love Medallia Experience Cloud?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Onboarding Collateral Management Provide storage for training collateral for customers.

Account Health Tracking Keep track of all accounts ensuring they are not laggard, at risk, etc.

Onboarding Workflow Management Provide a checklist of steps for onboarding new clients. Move customer through onboarding in systematic manner.

Onboarding Portal Provide an area for new customers to get started and obtain relevant documentation/information.

Reporting and Analytics The solution provides the ability to create metrics-driven dashboards and reports showing unique visitors, click-through, conversions, payments etc.

CRM Integration Includes deep, seamless integration with CRM data and features.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Also Featured in...

Voice of the Customer

Medallia Experience Cloud Reviews

Stephney A.

A one-stop solution for customer satisfaction.

Likeliness to Recommend

Pros

Feature Ratings

Onboarding Collateral Management

Account Health Tracking

Onboarding Workflow Management

Onboarding Portal

Reporting and Analytics

CRM Integration

Vendor Capability Ratings

Ease of Customization

Quality of Features

Availability and Quality of Training

Ease of IT Administration

Usability and Intuitiveness

Business Value Created

Product Strategy and Rate of Improvement

Ease of Data Integration

Breadth of Features

Ease of Implementation

Vendor Support